Link UCC to WebAgent

Note Additional Anywhere365 WebAgent license required.

Introduction

For UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents. Each UCC has its own settings, interactive voice response questions and Agents with specific skills. Agents can be member of, or sign up to, one or more UCCs. functionality to be used in the WebAgent a link must be made first.

 

Requirements

  • WebAgent Service installed and configured, Learn More
  • ListsPlugin installed and configured, Learn More

 

Configuration

  1. Open the UCC Config page on SharePoint
  2. Open the Plugin Settings list
  3. Add the following settings:

Setting

Value

Scope

Prompt

ListsEndpoints

http://fqdnFDQN stands for Fully Qualified Domain Name and specifies the exact location in the tree hierarchy of the Domain Name System (DNS). An example for [hostname].[domain].[top level domain] is [www].[microsoft].[com]/webagentservice/api/v1/settings

Note URL needs to be accessible from the UCC Service to the WebAgent Service.

If on the same machine, you can use localhost.

ListsPlugin

 

PollingIntervalMinutes

15

ListsPlugin

 

 

See the UCC logs to verify if the ListsPlugin is loaded and is sending data.

2019-04-18 14:59:59,563 [32] tx INFO - ListsPlugin ListsPluginConfiguration

2019-04-18 14:59:59,563 [32] tx INFO - ListsPlugin ListsPluginConfiguration Update

2019-04-18 14:59:59,579 [32] Wsp.Anywhere365.Ucc.Lists.ListsPlugin.ListsRequest INFO - ListsPlugin SendNew [1] 1.1.7 ucc_ 65d84f1b-48d1-4303-aacd-dfd97a423975

As a result the UCC should show-up in the Manage Profile section of the WebAgent